My role: UX/UI Designer
Agency: ORM
Working with data analysts we used surveys, Google Analytics, SessionCam, and competitor analysis to help identify the customer pain points. Our findings included: high drop off rates and difficulty understanding ticket types and their restrictions.
We used our findings to deliver annotated user journeys and wireframes for development and UI. Working alongside content we then created responsive designs using terminology the average user would understand.
We created a click-through prototype using Marvel and conducted three rounds of user testing, making amends and re-testing our designs based on the feedback received after each round. We used Lookback.io to record user sessions which made it easy to analyse, document and present our findings.